000			03163cam a22003738i 4500
001			22337817
003			CSPC
005			20250715090010.0
008			211208s2022 nyu b 001 0 eng
010			_a 2021057253
020			_a9781032057514 _q(paperback)
035			_a22337817
040			_aDLC _beng _erda _cDLC _dCSPC
042			_apcc
050	0	0	_aHD58.87 _b.M364 2022
082	0	0	_a658.4063 _bM294q _223/eng/20211208
100	1		_aMaleyeff, John, _d1955- _eauthor.
245	1	0	_aQuality service management : _ba guide to improving business processes / _cJohn Maleyeff.
263			_a2206
264		1	_aNew York, NY : _bRoutledge, _c2022.
300			_axxi, 202 pages ; _c23 cm.
336			_atext _btxt _2rdacontent
337			_aunmediated _bn _2rdamedia
338			_avolume _bnc _2rdacarrier
504			_aIncludes bibliographical references and index.
505	0		_aIntroduction to service quality management -- Process thinking in service quality management -- Service customer needs analysis -- Service quality performance metric development -- Customer satisfaction survey development -- Basic tools for service quality analysis -- Statistical tools for service quality analysis -- Theoretical foundations for statistical quality analysis -- Service process stability analysis -- Service process capability analysis -- Service reliability and intervention analysis -- Quality improvement foundations -- Quality improvement project management -- Quality system creation and deployment -- Quality improvement with remote collaboration.
520			_a"Providing clear guidance for anyone servicing internal or external customers, this book offers a framework for analyzing and managing quality using a comprehensive closed-loop approach. This book cuts through the complexities of the mantra 'better, cheaper, faster' (BCF) and offers procedures for the evaluation of customer needs, the determination of performance metrics, and the design of effective customer satisfaction surveys. It details basic statistical techniques and packages the framework, procedures, and methods into a management construct that includes external quality certification systems and internal performance management systems. Importantly, the book also describes how these systems can be implemented in a virtual workplace. This quality management book will be essential to service-oriented firms (financial, government, healthcare, hospitality, etc.), as well as any firm with internal customer service processes such as human resource management, purchasing, and accounting. Professionals at all levels, corporate trainers, and students will welcome this book's common set of principles and tools, accompanied by many case studies that illustrate how they are applied in various environments"-- _cProvided by publisher.
650		0	_aReengineering (Management).
650		0	_aManagement _xEvaluation.
906			_a7 _bcbc _corignew _d1 _eecip _f20 _gy-gencatlg
942			_2ddc _cBK _e23 _h658.4063 _iM294q _kCIR _m2022 _n0
999			_c29711 _d29711